Customer Service Representative

JOB DESCRIPTION

Title: Customer Service Representative / Internal Sales Representative

Reports To: Customer Service Manager

Job Location: Phoenix, AZ

Status: Non-Exempt

Job Type: Full-Time

Summary of the Role

The Customer Service Representative / Internal Sales Representative serves as a primary point of contact for customers, providing exceptional service while supporting sales growth and account development. This role is responsible for processing orders, preparing quotes, responding to customer inquiries, and identifying opportunities to expand business within existing accounts.

Working closely with Sales, Operations, and Service Center teams, this individual helps ensure customer satisfaction while supporting revenue growth through proactive account management and internal sales activities.

Essential Duties

• Maintain 100% commitment to company safety policies and procedures.
• Serve as the primary point of contact for customer inquiries via phone, email, and other online channels.
• Build and maintain strong customer relationships by providing exceptional service and support.
• Prepare quotes, process orders, and ensure order accuracy.
• Support outside sales representatives by managing customer requests and account activities.
• Identify opportunities to increase sales through upselling, cross-selling, and product recommendations.
• Follow up on open quotes and customer opportunities.
• Coordinate with Operations and Service Center teams to ensure timely delivery and customer satisfaction.
• Monitor customer orders and proactively communicate status updates.
• Resolve customer concerns, discrepancies, and service-related issues.
• Assist with new customer account setup and maintenance.
• Work with Accounts Receivable on customer account inquiries and collections support.
• Maintain accurate customer records within CRM and ERP systems.
• Collaborate with internal departments to provide solutions that meet customer needs.
• Support sales initiatives and help achieve departmental sales goals.

Other Duties

• Other duties as assigned by management.

Skills & Abilities

• Exceptional customer service and relationship-building skills.
• Strong verbal and written communication skills.
• Proven ability to build rapport and establish trust with customers.
• Strong organizational and time-management skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Strong problem-solving and conflict-resolution skills.
• Mechanical aptitude and ability to understand industrial products and applications preferred.
• Proficiency in Microsoft Word, Outlook, Excel, and CRM/ERP systems.
• Strong attention to detail and accuracy.
• Basic math skills, including addition, subtraction, multiplication, division, fractions, and decimals.

Qualifications

• 5 years of customer service, inside sales, sales support, or account management experience.
• Experience in manufacturing, industrial distribution, fluid power, automation, MRO, or related industries preferred.
• Associate's degree or equivalent work experience preferred.
• Experience preparing quotes, processing orders, and supporting customer accounts.
• Experience with ERP and CRM systems preferred.
• Strong computer and data entry skills required.

Key Performance Indicators (KPIs)

• Customer Satisfaction
• Order Accuracy
• Quote Turnaround Time
• Sales Growth Within Existing Accounts
• Customer Retention
• Response Time to Customer Inquiries
• Order Processing Efficiency
• Internal Team Collaboration

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Frequent telephone and email communication with customers.
• Occasional visits to the warehouse or production areas.
• Ability to lift up to 25 pounds occasionally.